Chapter 4 Flashcards
What are the two types of communication?
Verbal & Nonverbal
______________ is the transmission of information to another person.
Communication
T/F: Verbal communications skills are important.
True
T/F: Verbal communication skills enables you to gather critical info, coordinate with other responders and interact with other health care professionals.
True
What is true about documentation? (Select all that apply)
A.) Includes patient’s permanent medical record
B.) Demonstrates appropriate care was delivered
C.) Can only be completed by medical directors
D.) Helps other provider’s in patient’s future care
A, B and D are correct.
C is incorrect, there are several types of providers who can document care, including EMTs.
What three things do complete patient records have?
1.) Guarantees proper transfer of responsibility
2.) Complies with requirements of health departments and law enforcement agencies.
3.) Fulfills your organization’s administrative needs
T/F: Computer, radio and telephone communications link the EMT to EMS, fire department and law enforcement.
True
What is important to know about computer, radio and telephone communications?
You must know what your system can and cannot do as well as how to use the system efficiently and effectively.
______________ communication uses various communication techniques and strategies (both verbal and nonverbal), encourages patients to express how they feel and achieves a positive relationship with each patient.
Therapeutic Communication
Explain the Shannon-Weaver communication model?
Sender takes a thought –> encodes it into a message –> sends the message to the receiver –> receiver decodes the message –> sends feedback to the sender.
What are some factors to consider during communication?
Age, body language, clothing, culture, education, environment, eye contact, facial expression, posture, voice tempo and volume.
T/F: Age, culture and personal experience influences how a person communicates?
True
T/F: Culture has minimal affect on body language and eye contact.
False; it is greatly affected.
T/F: In some cultures, expressing emotion is a weakness.
True
T/F: In some cultures, it is impolite to look away while speaking.
True
Which three things reflect the mood of the person and perceived importance of the message?
Tone, Pace and Volume
_______________ is considering your own cultural values more important than those of others.
Ethnocentrism
__________________ is forcing your values onto others.
Cultural imposition
T/F: Body language provides more information than words alone.
True, even without exchanging words you should be able to tell the mood of your patient.
What are three powerful communication tools?
1.) Facial expressions
2.) Body language
3.) Eye contact
When treating a potentially hostile patient, which of the following are good rules to follow? (Select all that apply)
A.) Assess the safety of the scene
B.) Do not assume an aggressive posture
C.) Make good eye contact, but do not stare
D.) Speak calmly, confidently and slowly
E.) If needed, verbally threaten the patient
A-D are correct.
E is incorrect. Never threaten a patient, either verbally or physically.
What are some things that can negatively impact communication.
Literal noise, lighting, distance and physical obstacles.
_______________ often dictate the amount of space or proximity between people when communicating.
Cultural Norms
T/F: Gestures, body movements and attitude toward the patient are critically important.
True
Asking ________________ is a fundamental aspect of prehospital care.
Questions
T/F: Try to use open ended questions as they require some level of detail.
True
___________ questions can be answered in very short responses, sometimes a single word.
Closed-ended
When is an appropriate time to use closed-ended questions?
If patients cannot provide long answers.
List some communication tools?
Facilitation, Pause, Reflection, Empathy, Clarification, Confrontation, Interpretation, Explanation and Summary
When interviewing a patient, consider using __________ to show caring and compassion.
Touch (Use consciously and sparingly, avoid torso, chest and face)
What are some interviewing techniques to avoid?
1.) Providing false assurance or reassurance
2.) Giving unsolicited advice
3.) Asking leading or biased questions
4.) Talking too much
5.) Interrupting
6.) Using “why” questions
7.) Using authoritative language
8.) Speaking in professional jargon
T/F: Friends and family may be valuable during the patient interview process.
True
T/F: Always allow family members to answer questions for patients first.
False; allow the patient to answer even if well-meaning family members attempt to answer for the individual.
What are the golden rules?
1.) Make and keep eye contact at all times.
2.) Provide your name and use the patient’s proper name.
3.) Tell the patient the truth.
4.) Use language the patient can understand.
5.) Be careful what you say about the patient to others.
6.) Be aware of your body language.
7.) Speak slowly, clearly and distinctly
8.) If the patient is hard of hearing, face the patient so he or she can read your lips.
9.) Allow the patient time to answer or respond.
10.) Act and speak in a calm, confident manner.
_________________ is the ability to understand and manage your emotions and properly respond to others’ emotions.
Emotional Intelligence
Which of the following does emotional intelligence help with? (Select all that apply)
A.) Defusing conflict
B.) Building rapport
C.) Communicating effectively
D.) Managing difficult situations
All of the Above
What are the attributes of emotional intelligence?
Self awareness, self regulation, motivation, empathy and social skills
Which of the following are ways to improve emotional intelligence? (Select all that apply)
A.) Assess how you react to a stressful situation.
B.) Practice mindfulness.
C.) Take responsibility for your actions.
D.) Consider how your actions affect others.
All of the Above
What model was developed by the FBI to manage hostage situations?
Behavioral change stairway model
When communicating with older patients which of the following should you do? (Select all that apply)
A.) Identify yourself
B.) Present yourself and competent, caring and confident.
C.) Assume the older patient is senile or confused.
A and B are correct.
C is incorrect. Do not assume the older patient is senile or confused.
Which of the following are true when communicating with older patients? (Select all that apply)
A.) You may encounter hostility, irritability and some confusion.
B.) Approach an older person slowly and calmly.
C.) Allow plenty of time for the patient to respond to your questions.
D.) Assume the patient is hard of hearing and shout to communicate with them.
A-C is correct.
D is incorrect.
T/F: When dealing with older patients, watch for signs of confusion, anxiety or impaired hearing or vision.
True
T/F: Older patients often feel more pain than younger patients.
False, older patients often do not feel much pain.
T/F: Older patients may not be fully aware of important changes in their body systems.
True
When older patients have to relocate to the hospital, when possible allow them to do these things before leaving: ______________.
Allow them to pack a few personal items, including hearing aids, glasses and dentures.
T/F: Older patients are often worried about the safety of their home, valuable items and pets.
True
T/F: Children are often not fearful in EMS situations.
False, fear is the most obvious and severe in children.
What are some example of things children may be afraid of in an EMS situation?
Uniform, ambulance and the crowd of people
What is something you can do to help a fearful child in an EMS situation?
Let a child keep a favorite toy, doll or security blanket
T/F: If possible, you should let the parent or guardian hold the child during eval and treatment.
True
T/F: Children easily see through lies or deception and it is best to be honest with them.
True
What are things that EMTs can do to make a child more comfortable?
1.) Speak in a professional, friendly way.
2.) Maintain eye contact.
3.) Position yourself at the child’s level.
Which of the following is true regarding patient’s who are hearing impaired? (Select all that apply)
A.) Most have normal intelligence and are not embarrassed by their disability.
B.) Position yourself so the patient can see your lips to understand what you are saying.
C.) Make sure hearing aids are not lost during an accident.
D.) Ask family members about the use of a hearing aid for the patient.
All of the Above
What are steps to efficiently communicate with patients who are hard of hearing?
1.) Have paper and pen available.
2.) If the patient can read lips, face the patient and speak slowly and distinctly.
3.) Never shout.
4.) Listen carefully, ask short questions and give short answers
5.) Learn ASL (American sign language)
What are some ways to communicate with visually impaired patients?
1.) Ask the patient if they can see at all.
2.) Expect the patient to have normal intelligence.
3.) Explain everything you are doing as you are doing it.
4.) Stay in physical contact with the patient as you begin your care.
5.) If the patient walks to the ambulance, please his or her hand on your arm.
6.) Transport mobility aids such as a cane with the patient to the hospital.
T/F: Guide dogs can be easily identified by special harnesses.
True
T/F: When possible it is always a good idea to transport a guide dog with the patient.
True, this alleviates stress for the patient.
Which of the following are methods to communicate with non-English speaking patients? (Select all that apply)
A.) Find out if the patient speaks some English first.
B.) Use short, simple questions.
C.) Point to parts of the body.
D.) Have a family member or friend interpret.
All of the above
T/F: You should request a translator at the hospital for any non-English speaking patients.
True
_____________________ is communications where disruption will result in failure of the tak at hand.
Mission-Critical Communications
